Who handles Insurance Denials in Mediation?

Faulty faucet leaked behind the countertop went down between the range and the dishwasher and the hole in the range where the wire goes into the range; ruined the floor and lower cabinets. Pictures were taken and Citizens did not pay anything. He is 81 years old, lives alone and has to pay now for the Water Restoration Company, to put the kitchen flooring back if the tiles dried out enough, and has already replaced the faucet in question and paid a plumber to do it. He was not expecting much money but anything helps.